• Monitoring and implementing LAN performance standards along with effectively maintaining error log sheets.• Resolving network issues as well as guiding customers through setting up technical devices to ensure satisfaction.• Providing feedback on tools, processes, and business improvements and ensuring tickets are closed in allotted time.• Handling requests for refunds according to company policy and following through on warranty requests/open issues.• Efficiently maintaining the highest level of customer satisfaction with a focus on first call resolution being top priority.• Evaluating network performance, finding ways to increase performance, and organizing network upgrade schedules.• Providing technical direction to co-workers on computer and network usage by offering comprehensive advice.

• Identified and removed Malware/Viruses while maintaining a high level of customer satisfaction at all times.• Effectively prioritized first call resolution and guided customers through the use/setup of new technical devices.• Made new recommendations regarding ways to improve the institution and provide the best customer experience.• Implemented network security measures in order to protect data, software, and hardware as well as tested programs.• Performed various diagnostics on computers or peripherals and provided training on the use of endpoint devices.• Troubleshot systems and worked with all customers to determine needed hardware/software changes or modifications.• Onboarded new customers, responded to communication requests, and reviewed tickets in the tracking application.• Represented the company in a professional/ethical manner and maintained working knowledge of company services.• Supplied best-in-class support to direct consumers and solved technology problems to ensure regulatory compliance.• Offered technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of networks.

• Procured, installed, maintained, repaired hardware and software for desktop systems throughout facility.• Managed user accounts in AD, Exchange, and Novell.

• Support Point of Sale systems.• Remote TS PC hardware, software, networking.• Walk clients through hardware, software, repairs, installs.